What are the responsibilities and job description for the Customer Service Representative position at GRM Document Management?
Job Overview
The Customer Service Representative is responsible for providing an exceptional experience within the Customer Service Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction.
Duties
In this role you will:
- Serve as the primary point of contact for customers via phone, email, and other communication channels, providing information about services, processing orders, and addressing enquiries and complaints.
- Deliver exceptional customer service by striving for first-contact resolution and taking ownership of customer issues from initial contact through to resolution.
- Investigate and resolve customer-generated issues across all products and services, applying critical thinking and problem-solving skills while escalating complex cases when necessary.
- Collaborate with support teams, where applicable, to ensure customer queries are resolved professionally and within agreed service levels.
- Provide technical assistance for online self-service platforms and customer enquiries.
What You Will Bring
The ideal candidate will have:
- A positive, enthusiastic, and highly motivated approach, with the ability to adapt to changing priorities and work effectively in a dynamic environment.
- Excellent communication and interpersonal skills, using professional and customer-focused language in all interactions with customers and colleagues.
- A collaborative mindset and proven ability to work effectively as part of a team, fostering an inclusive and respectful working environment.
- Strong work ethic, sound judgment, and a pragmatic approach to problem-solving and decision-making.
- A customer-centric mindset with the ability to take ownership of customer issues and drive them through to successful resolution.
- A proactive approach to accountability, taking responsibility for individual performance and delivering results.
- The ability to build positive relationships and create value for customers through exceptional service and continuous improvement.
Pay: $23.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
Salary : $23 - $24